Banking | Customer Experience | NPS | Strategic Research | Executive Client Leadership

Join Australia's leading provider of business intelligence and market research insights for the financial services industry, a consultancy trusted by the country's biggest banking brands to turn complex data into strategic clarity. Combining deep sector expertise with world‑class market research and consulting, they help clients improve customer experience, strengthen advocacy and make smarter commercial decisions.

This is an outstanding opportunity to take ownership of one of the firm's Tier 1 banking accounts. You'll lead a talented team, partner with senior client stakeholders and shape strategic decisions through insightful, evidence‑based advice.

The Role

As Client/Research Director, you'll be responsible for the ongoing leadership, delivery and growth of a major banking account. Acting as a trusted advisor, you'll maintain a deep understanding of your client's strategic priorities, customer experience performance and competitive landscape, providing commercially relevant insights that influence decision making at the highest level.

You'll oversee a high‑performing client team, ensuring exceptional project delivery while continually identifying opportunities to enhance client value, improve operational efficiency and leverage new technologies, including AI and automation.

- Financial Services Expertise: You have significant experience working with banking or financial services clients, either within an insights consultancy or an in‑house research or strategy function, and understand the commercial challenges facing the sector.
- NPS & Customer Experience Leadership: You're recognised for your expertise in NPS, customer experience measurement and performance drivers, and understand how to translate research into practical recommendations that create measurable business impact.
- Strategic Client Leadership:



You build trusted relationships with senior stakeholders, confidently challenge thinking where appropriate and become the person clients rely on for strategic advice.
- Research & Insight Excellence: You appreciate the commercial value of research and know how to turn complex analysis into clear, compelling stories that drive action.
- Leadership & Coaching: You're an engaging people leader who enjoys mentoring others, building capability and creating an workplace where individuals and teams perform at their best.
- Commercial & Operational Excellence: You're highly organised, thrive in a fast‑paced consulting environment and enjoy improving processes, embracing innovation and delivering consistently high‑quality client outcomes.

What's in it for you?

Join a business with an exceptional reputation in financial services research, where collaboration, innovation and continuous improvement are genuinely valued. In return, you'll enjoy a competitive bonus scheme, generous annual leave (26 days), hybrid and flexible working arrangements and supportive and visionary leadership.

Interested? For a confidential discussion or to apply, please send your CV to: or call Rowan on .

About Resources Group

We are the Leading Global Talent Agency for Insights, Analytics & Data Strategy. Our consultants take the time to truly understand your career aims and are dedicated to providing tailored, impartial advice to find you the very best career move. We have access to an unrivalled and exclusive range of job opportunities with trailblazing agencies and blue‑chips across Australia, NZ and APAC.

Resources Group’s Diversity and Equality Policy determines that we submit applicants to our clients on the basis of merit and ability, regardless of race, colour, age, disability, family responsibilities, gender, marital status, nationality, religious or political views or affiliations, sexual orientation or socio‑economic background.

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📌 Client/Research Director | Strategic Banking & Customer Insights (Melbourne)
🏢 Resources Group
📍 Melbourne